• Tomás Romero Borzi

Get the most out of your clients by receiving and act on feedback in a transparent way

Actualizado: 21 nov 2020

How to grow and cultivate an empowered system, Vol IV.

How to motivate a feedback culture in a transparent, funny, clear, and adaptive way with the Happiness Door practice of Management 3.0?

One phrase I like to use is “Feedback is my fuel”, because thanks to the feedback of others, I can inspect and adapt what I’m doing. I can understand if I’m being efficient, if there is something not clear or if my target audience is receiving what I’m offering.

A long time ago, Deming (and others) brought to life the Deming Cycle. A 4-Step cycle oriented to a continuous quality model to consistently improve and learn of your process, tools, products, and systems. Those stages were Plan, Do, Check, Act, and then repeat the stages again. https://en.wikipedia.org/wiki/PDCA

On Agile Manifesto, we have different values and principles oriented to a continuous culture of feedback. From the product, you are building, from the customers, from others. https://agilemanifesto.org/

Scrum promotes transparency, inspection, and adaptability on their different stages, having feedback and visibility on all areas about what they are doing, and if they go on the correct way. http://scrumguides.org/

We are part of an IT and Software Development company, with thousands of teams. As the company continues growing, we need feedbacks to know how to improve, what to change, the impact of the decisions being made, etc.

With the team (6 people from different areas of the company), I think to use this practice to validate how we are, and how assertive were our meetings since it's something we are going to spread on the company later.

And, here you have the Happiness Door practice of Management 3.0: https://management30.com/practice/happiness-door/.

There are a lot of other theories, practices, and ways to receive or provide feedback, but what is most important is that the feedback needs to be honest, and constructive. There is always room for improvement.

  1. You can apply this practice to receive and encourage others to give feedback in a quick, dynamic, and fun way.

  2. You can have it at the end of a meeting, a session, a workshop, or anywhere where you have been interacting with others.

  3. You can mention this as a checkout, something like “this is all for today before you leave, please remember to leave your feedback on the happiness door”.

As with other surveys or feedback tools, the feedback provided should be anonymous, but in a visible way where everyone can share it when they exit from the session, motivating everyone to leave a comment.

After everyone leaves you their feedback, I encourage you to read it and to share with them your insights.

For example, if you provide remote training or a session that is ended when you are going to send them the material, book, links, or whatever, you can send to them your comments about what you find out on your Happiness Door.

“Thanks, everyone for your comments, we have received more than 200 post-its with valuable words. I don’t want to say goodbye without mentioning to you the next actions and changes we will provide and/or take into consideration for future sessions. Thanks to your feedback, we will adjust [this], change [that], and add/remove [this another thing] to have a better experience next time. Thanks again for your time, your trust, and your words”

If you have a next session or encounter with them, you can open it showing the changes, and what you have done. With that, you are sharing that you CARE about what they told you, that they trust you with improvements and you act in constructive ways.

After that, there is no reason to not provide you feedback. You will know that what you are doing is assertive, it’s important to them, and that you are on the right track doing it.

In my case what I did was:

What you are going to read is a proposal, not a ruleset, or steps to follow, those were the steps that I did with some teams, so you can adapt it on your own with whatever fits better.

  1. Since all of us were remote (thanks to COVID), I used a Miro board and the Happiness Door in a visible place.

  2. At the end of each session, I encourage the participants to left comments on the Door, as well to fill any missing spot on the Niko-Niko Calendar and share something (if applies) on the Kudos Wall

  1. After the session ended, I took some minutes to read what they left.

  2. Send an email or message to the group sharing thanks to them for the words, in addition, what actions I took before the next session, following what they mention, or what I planned for future activities in case it’s something I will not do again with them (in case it was a one-time talk, workshop, meeting, activity, etc.).

  1. In case you continue having sessions, talks, or activities with them, something I did was to add a greyed door, near the colored one, so they can review what they left, and adding, session by session their notes.

  1. And again, after a session, I read them, and I act in a constructive way (in the case I can do something about it), sharing with them what changed from one session to another, and move those comments from the colored door to the greyed one.

As a Facilitator I learned, that having feedback in a rapid, simple and fun way allows us to reach a continuous improvement mood towards a better space. In addition, I learned that sometimes the feedback needs to be anonymous so the people can express freely what they feel, and if they notice you are taking care of their words, acting, and changing after they left the feedback, they will start trusting a bit more each time.

The team learned to share these practices with others, to start evolving their work through the feedback the attendees left. And they liked it so much, they started doing the same with talks or activities each one has with other teams.

My next experiment with this practice will be, as a Facilitator, to include it in future talks, sessions, meetings to understand if my objectives are met, if the language, tools, and messages are correct, or if I need to adjust something.

As always you don’t need to have a Miro account, you can do something like this on a spreadsheet, on a table on an online document, even use post-it or scale on a real door or a window, where everyone can leave their comments.

I encourage you and your teams to use this practice (alone or with other practices), in any place you can. To understand if what you or they are doing, is the right thing and that you or they are doing it right also, so you can change whatever is needed to change, and that is the beauty of the feedback.

If you want to apply these practices or think about how you can mix them (with other Management 3.0 or with any other activities) just let me know and we can figure it out.

I share with you the steps I applied, and the activities individually but are so powerful and potent individually, that can be empowered by mixing them with others, of course, by knowing what is the goal, objective or what you want to bring into a visible aspect by acting.

See you next time, on the next How to grow an empowered system volume.

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